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Complaint Details
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Initial Complaint
12/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We requested an estimate from Bartlett Gutter Co. They came out, performed the estimate, and we requested to make changes and schedule a date for installation. We were not provided with any information for a date for installation or a copy of the modified estimate to sign saying we agreed to proceed. The company showed up at our house and performed unauthorized work to the exterior of our home. They installed their product over damaged wood and are refusing to correct the problem but are demanding we pay an invoice for services we did not agree to. I am attaching the only estimate we have received. I also asked ******* (the manager) to provide us with proof that we had signed or agreed to proceed. He sent an email stating their policy is to receive a signed estimate before proceeding. We did not sign the original that is attached and were never provided with a new estimate to look over and agree to proceed without leaf guards. What they installed does not match the original estimate but it also does not match the verbal request to only leave off leaf guards.Business response
01/11/2023
This is a reply in response to ***************************** complaint.
Our estimator, ****, met with ******************** on Novemebr 10, 2022 to walk the property and determin what gutter work was needed. The estimate was emailed and text to the ********** on Novemeber 11, 2022. The estimate was approved via text on November 14, 2022 stating "Thank you for your patience. I would like to go ahead and schedule the installation of the gutters with the extra downspout, but not the leaf screens". ****, the estimator, replied with " ok we will get this on the schedule". The email and estimate state that we were running 3-4 weeks out and that ******* will call the day before we come out to do the work. ******* called ********************* at 3:17pm on Thursday December 1, 2022 to state we would be out the following morning to do the work and if they have any questions to please call back. The install crew showed up the following morning and ******************** arrived after 1- 2 pieces of gutter were installed and said, looks good, can you text me when you leave, the installers said sure and did text ******************** at 11:05am to let him know they were finished. ******************** replied " Okay, thank you. Sorry for the delayed response " at 11:16am.
********************* received the invoice on December 7, 2022, which is the day she called stating there were issues with the gutter color and a downspout that we missed and ******* stated we could easly add the downspout that we missed and she said no. ********************* stated the color was wrong and that she was planning to paint her house. ********************* did acknowledge she received *******'s voicemail about us coming out the following morning to do the install but thought it was too late to call back at 330pm when she listened to the voicemail. ******* told her we would have ****, the estimator, come out the following afternoon and take a look at everything. **** called the following day before he headed that way and ********************* told him there was no point in coming out, that she was sending an email with all of the issues. December 21, 2022 is when we received the email from *********************. ******* called her after receiveing the email to let her know we did receive and that we would reach out after Christmas.
On Decemebr 27, 2022 we sent her an email replying to her email. ******* called on December 28, 2022 at 330pm and left a voicemail on Mr.********* ***** with no reponse. ******* then called ********************* and ********************* at 815pm on December 28, 2022 with no response. On December 29, 2022 we received an email with pictures showing rotten shingle mold from a home inspection that was performed on August 2, 2022. Shingle mold is removed prior to the gutters being installed leaving no bad wood for us to hang over. The other photos showed flaking paint. On December 29, 2022, ******* sent an email requesting to meet at the property to discuss everything. They replied with Monday or Tuesday. ******* met with the ********** on January 3, 2023 and he feels as though we have come to a resolution that we are working torwards.
Customer response
01/11/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
10/20/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On September 14, Bartlett Gutter Company gave an estimate for work to be completed. The estimate stated that it was for gutter work only and did not include the cost for repairing wood. On October 19, Bartlett Gutter Company tore the gutters off of the house. On October 20, I called to see if they were finishing the work today and was told that I had "bad wood" and would have to have a carpenter repair it before they could continue. The estimate provided said the cost does not include any further repair work, but it does not say they couldn't complete the repairs themselves. I reached out to a number of carpenters, all of which are booked for weeks at a time for labor shortage. Upon returning home on October 20, I noticed that when the gutters were ripped away from the house in one section, it ripped the wood and left the interior of the house exposed to the elements, exposing the interior to rain, cold, and potential animal infestation. They had no plan to ensure my home was secure.Business response
10/28/2021
Consumer Response /* (2000, 5, 2021/10/27) */ Wayne ***** <************@gmail.com> Tue, Oct 26, 2:07 PM (19 hours ago) to me Hi *****, Fortunately, Bartlett Gutter Company has amended the issue and I would like to withdraw my complaint against them. The case number is XXXXXXXX. Please let me know if you have any questions. Thanks, WD
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.